Customer Care Representative

Description

Customer Support; Hub Operations; Account Creation; Basic Process Onboarding; Bookings; Inquiry; Providing Quotes; Complaint Handling; Issue Resolution; Case Management; Service Recovery; Pro-active Prevention; Claims Handling; Escalated Issue Resolution; Enquiry; Enquiries (Ad Hoc); Basic Complaint Handling; Basic Issue Resolution

This opportunity is for a Grade 6 position and is specifically aligned to a permanent night shift role. Responsible for the completion of defined processes and procedures to deadline, ensuring accuracy, completeness, and compliance with relevant internal and external standards. Identifies anomalies as they arise and uses judgement based on rules and procedures to resolve. For complex issues, may escalate to senior team members.

What you will do

• Adhere to defined processes, compliance standards, and quality benchmarks while maintaining accuracy and completeness.
• Handle inbound calls to support US-based shippers with queries related to bookings, account setup, quotes, and shipment status.
• Provide end-to-end customer support by resolving inquiries efficiently while ensuring a high-quality customer experience.
• Assist customers with bookings, account creation, and basic onboarding processes as defined as guidelines.
•  Address complaints and service issues with a focus on first-call resolution and customer satisfaction.
• Manage and track customer cases, ensuring timely follow-ups and closure within agreed SLAs.
• Identify potential service failures and take proactive steps to prevent recurring issues.
• Escalate complex or high-impact issues to senior team members as required, ensuring proper documentation.

You will be a great fit if you

• Have strong verbal and written communication skills, with the ability to handle US-based customer interactions confidently over calls.
• Are customer-focused and demonstrate empathy while resolving queries, complaints, and service issues.
• Have experience in customer support, preferably in a voice or calling environment.
• Can manage multiple customer cases effectively, ensuring timely follow-ups and resolution within SLAs.
• Possess good problem-solving skills and can make sound decisions within defined processes and guidelines.
•  Are detail-oriented and ensure accuracy, completeness, and compliance while handling customer interactions.
• Are comfortable working in a fast-paced, target-driven environment with a focus on quality and productivity metrics.
• Can collaborate with cross-functional teams to drive seamless issue resolution.
• Show a proactive mindset by identifying potential issues early and contributing to process improvements.
•  Are proficient in basic computer applications (MS Office, CRM tools) and can quickly adapt to new systems.

Interpersonal Skills;Written & Verbal Communication Skills;Team Working Skills;Microsoft Office & PC Skills;Problem Solving Skills

FedEx was built on a philosophy that puts people first, one we take seriously. We are an equal opportunity/affirmative action employer and we are committed to a diverse, equitable, and inclusive workforce in which we enforce fair treatment, and provide growth opportunities for everyone.

All qualified applicants will receive consideration for employment regardless of age, race, color, national origin, genetics, religion, gender, marital status, pregnancy (including childbirth or a related medical condition), physical or mental disability, or any other characteristic protected by applicable laws, regulations, and ordinances.

Our Company

FedEx is one of the world's largest express transportation companies and has consistently been selected as one of the top 10 World’s Most Admired Companies by "Fortune" magazine. Every day FedEx delivers for its customers with transportation and business solutions, serving more than 220 countries and territories around the globe. We can serve this global network due to our outstanding team of FedEx team members, who are tasked with making every FedEx experience outstanding.

Our Philosophy

The People-Service-Profit philosophy (P-S-P) describes the principles that govern every FedEx decision, policy, or activity. FedEx takes care of our people; they, in turn, deliver the impeccable service demanded by our customers, who reward us with the profitability necessary to secure our future. The essential element in making the People-Service-Profit philosophy such a positive force for the company is where we close the circle, and return these profits back into the business, and invest back in our people. Our success in the industry is attributed to our people. Through our P-S-P philosophy, we have a work environment that encourages team members to be innovative in delivering the highest possible quality of service to our customers. We care for their well-being, and value their contributions to the company.

Our Culture

Our culture is important for many reasons, and we intentionally bring it to life through our behaviors, actions, and activities in every part of the world. The FedEx culture and values have been a cornerstone of our success and growth since we began in the early 1970’s. While other companies can copy our systems, infrastructure, and processes, our culture makes us unique and is often a differentiating factor as we compete and grow in today’s global marketplace.